Caroline Wahu
@carolinewahu
Focused Customer Service Representative skilled in problem-solving and sales.
KenyaWhat I'm looking for
I am a dedicated Customer Service Representative with a proven track record of enhancing customer satisfaction and retention. With experience at both Jimrani Investment Corporation and Poa Internet Solutions, I have successfully managed high volumes of customer inquiries, resolving 85% of issues on the first call. My proactive approach has led to a 10% increase in sales and a significant reduction in order completion time by 25%.
My background includes leading a team at Gymnation LLC, where I cultivated relationships with over 700 members, achieving a 95% customer satisfaction rate. I am passionate about continuous learning and have implemented new strategies that improved team productivity by 40%. I thrive in dynamic environments and am committed to delivering exceptional service while fostering long-term relationships with clients.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Poa Internet Solutions
Jan 2023 - Present (2 years 5 months)
Provided remote assistance to customers in configuring and troubleshooting network/internet routers. Managed 100 calls daily, resolving 85% of issues during the first call and contributed to a 10% increase in sales.
Customer Service Support
Jimrani Investment Corporation
Jun 2023 - Oct 2023 (4 months)
Handled inbound calls and emails, processed customer orders, and collaborated with the engineering team to improve first-call resolution rates by 30%. Delivered training sessions to clients, enhancing product adoption.
Front of House Supervisor
Gymnation LLC
Jan 2022 - Aug 2023 (1 year 7 months)
Led a team of customer service agents, improving membership retention by 10% and achieving a 95% customer satisfaction rate. Implemented new sales strategies that reduced cancellations by 30%.
Guest Service Agent
Rove at the Park
Oct 2020 - Oct 2021 (11 months)
Managed guest reservations and check-ins at a hotel, contributing to a 30% increase in guest satisfaction. Mentored staff on policies and procedures to ensure quality service.
Education
Degrees, certifications, and relevant coursework
Kenya Institute of Management
Diploma, Customer Service
2018 - 2019
Earned a diploma in Customer Service, emphasizing customer relationship management and effective communication strategies.
Utalii College
Diploma, Office Administration
2013 - 2015
Completed a diploma in Office & Administration Systems, focusing on administrative skills and office management techniques.
Availability
Location
KenyaAuthorized to work in
Job categories
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